Overview
Senior Manager Customer Support Jobs in Bengaluru, Karnataka, India at Paksha
Title: Senior Manager Customer Support
Company: Paksha
Location: Bengaluru, Karnataka, India
ABOUT PAKSHA
Paksha is a fast-growing DTC silver jewelry brand rooted in India's rich artisan heritage. We craft pure 925 silver jewelry that bridges traditional Indian design with contemporary sensibility, spanning collections from everyday delicate pieces to luxurious statement sets.
Senior Customer Support Manager
At Paksha, customer experience is at the heart of everything we do. We are looking for a proactive and experienced Senior Customer Support Manager to lead our customer support function across both Paksha and our sister brand, Tarinika. This role requires someone who understands the fast-paced nature of DTC e-commerce, can manage customer expectations with empathy, and build a support experience that strengthens customer loyalty and retention.
You will oversee customer interactions, manage support operations, mentor team members, and ensure smooth resolution of inquiries related to orders, shipping, exchanges, refunds, and escalations. Since Paksha and Tarinika cater to distinct customer segments, this role requires thoughtful communication strategies tailored to each brand.
WHAT YOU’LL OWN
- Full ownership of customer support operations across Paksha and Tarinika
- Managing and optimizing customer service workflows through Zendesk (or equivalent ticketing platforms)
- Leading and mentoring the customer support team to maintain high service standards and response efficiency
- Handling escalations, refund requests, chargebacks, exchanges, and complex customer concerns with professionalism
- Monitoring support KPIs including response time, resolution time, CSAT, ticket backlog, and customer satisfaction trends
- Collaborating with internal teams including marketing, fulfillment, and operations to ensure seamless customer experiences
- Developing SOPs and continuously improving support processes to increase efficiency and customer retention
- Managing customer communication across email, chat, social platforms, and SMS support channels
WHAT WE’RE LOOKING FOR
- 3–6 years of experience in customer support or customer success within a DTC e-commerce brand
- Strong hands-on experience with Zendesk (or similar CRM/helpdesk platforms)
- Proven experience in team handling and people management
- Strong understanding of order management, refunds, exchanges, shipping concerns, and customer issue resolution
- Quick to adapt in a fast-moving environment and comfortable handling evolving business needs
- Strong problem-solving skills with a customer-first mindset
- Excellent written and verbal communication skills
- Data-driven mindset with experience tracking customer support metrics and identifying process improvements
- Bonus: Experience in jewelry, fashion, luxury, or lifestyle e-commerce brands
WHY JOIN PAKSHA
- Competitive compensation with performance-based incentives
- Direct access to leadership and a fast decision-making culture with no bureaucracy
- Real ownership — you will lead and shape the customer support experience end to end
- Opportunity to be part of a growing multi-brand DTC group (Paksha + Tarinika)
- Generous employee discount on all Paksha jewelry
